ChangeUp: Top stores give customers more reasons to return than convenience alone
Costco, H-E-B and Fleet Feet stood out in ChangeUp's customer survey, which rated stores on memorability, desire to visit and intent to return.
What's happening
According to CX Dive, ChangeUp's research found that top retailers such as Costco, H-E-B and Fleet Feet offer a memorable in-store journey. They build their stores around local interests and provide support from expert associates. What these stores have in common is that they give customers more reasons to come back than convenience alone. Regional brand H-E-B took second place on the list by shaping its experience around Texas.
Behind the number
ChangeUp asked more than 6,500 customers how they felt about their store experience.
Whose desk it lands on
The executive responsible for stores. Apart from convenience, what brings customers back to your store?
Our view
The CX Brief's interpretation, not a claim made by the source.
As customers go to stores less often and consolidate their shopping, making each visit memorable matters more, according to ChangeUp's Bill Chidley. So easy, frictionless shopping is not enough on its own: the retailers that stand out set themselves apart through discovery, local pride or expert service.
